Customer Complaints

Statement of Policy and Procedures for Customer Complaints


At MSI, LLC (MSI) our customers are our main priority. Because of the high value we place on our relationship and service to you, we personally attend to your mortgage loan application or inquiries. It is our policy to promptly respond to customer complaints, concerns or disputes. We take every complaint seriously and treat you with dignity and respect. We listen to you carefully, investigate your concerns, seek meaningful solutions and promptly inform you of our efforts on your behalf.

MSI’s Managing Member personally reviews all customer concerns and will consult our Compliance Attorney, as needed, to ensure that you receive the most appropriate care. We maintain electronic records of your matter and the resolution of any concerns. All your discussions with us are kept confidential.
MSI complies with all Federal and State laws, including but not limited to those intended to protect consumers, to ensure Fair Lending and Equal Housing Opportunities.

For concerns regarding MSI please contact:, LLC Customer Service 14 Church Street North Haven, Connecticut 06473 203-985-4444

If you prefer to email or fax your concern, please remember to tell us the following important information:
? Your name, address, telephone, email, fax and preferred method of contact.
? A full description of the concerns you would like us to address.
? The best time to reach you, if by phone.
We will respond within forty-eight hours after we receive your concerns.

Should you we not fully satisfy your concerns, please contact:
The State of Connecticut Banking Department Phone: 860 240-8299 or Toll Free: 800-831-7225 260 Constitution Plaza Hartford, CT 06103-1800.

You will need our company’s NMLS Identification Number which is 996881

You may also verify the status of our license at

Our goal is to promptly respond to your concerns with the highest priority. We promise to work as hard as possible to resolve your inquiry or concerns.
Policy Revisions
MSI reviews this policy periodically to determine whether it remains responsive to our objective of responsive customer service. Last policy review October 1, 2015.